Software Engineer - Contact Center Experience - cloud-based products

Primary Responsibilities:

• Work as an Individual contributor and would be responsible to work with onshore stakeholders/clients to gather requirements, perform end-to-end implementation
• Collaboration with stakeholders, including business product owners, clients, and vendors to identify project scope, define timelines and project implementation
• Create, manage, and respond to support tickets submitted by customers experiencing challenges with Contact center platform
• Provide exceptional omnichannel customer support by gathering and interpreting customer challenges
• Act as a technical liaison or subject matter expert in supporting cross-functional issues
• Support the Technical Support Specialist in advanced trouble-shooting needs, Ability to communicate your technical design to both internal resources and Client teams
• Identify automation opportunities and optimize implementation processes
• Communicate effectively with the stakeholders
• Develop and maintain project timelines.2+ years in Contact Center industry with focus on cloud-based products
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor's degree in engineering or equivalent
• 2+ years of Implementation (Requirements gathering, Configuration/Development, Testing) experience
• 2+ years of Contact Center experience
• IT experience
• Experience working on client projects and experience interacting directly with the client
• Experience working in designing, planning, and implementing

Preferred Qualifications:

• 1+ years of NICE CXone platform experience
• Experience working on SaaS products